"No results found" is returned by the analyst xFlow interface when searching for a named user contact but the contact record for the user exists

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

 

Symptoms:

When an analyst, who is using the xFlow interface, attempts to create an Incident ticket, the analyst may attempt to search for the name of the user who has reported the situation.  The analyst enters part the user's name in the Search field and after a few seconds the search completes with the message, "No results found.".  However, as confirmed by the Service Desk Administrator, a matching active contact record exists for the user. 

 

<Please see attached file for image>

 

Environment: 

CA Service Desk Manager 14.1.03, with the xFlow feature installed in the environment

Cause:

The "CA Service Management Search Server" Windows service is not running.  Check the "Status" column of the service and confirm that it is NOT set to "Running".

 

<Please see attached file for image>

 

Resolution:

 

Start the "CA Service Management Search Server" Windows service. Confirm that the "Status" column for the entry is set to "Running":

 

<Please see attached file for image>

 

Retry the search via the analyst xFlow interface.

The results, according to the earlier example, would display the matching user in the returned "USERS" list.   

The results would be similar to the following screenshot:

<Please see attached file for image>

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: